ROLE SUMMARY
Receives and processes calls from potential and current customers, serves as the end-to-end point of contact, and resolves customer issues. Assists in administering the sales policies and procedures, and provides analytical and statistical support to the Account Executives, Sales Managers, and Operational staff. Collaborates to meet overall call center objectives and enhance the customer service experience to exceed all customer expectations.
ACCOUNTABILITIES
Communicates concise and accurate information
Provides standard information regarding pricing, service options, charges, billing, and contracts
Listens for and identifies opportunities to cross sell additional products and services and performs outbound cold calls to potential new customers
Resolves customer requests, questions and complaints frequently required analysis of situations to determine the best use of resources
Communicates unresolvable issues to supervisor or manager of correct department
Initiates calls to current customers to ensure that issues are resolved, to ensure customer satisfaction, to survey service satisfaction, and follow-up on customer feedback
Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups, and other customer-related issues
Assists supervisory staff with handling escalated calls that may deviate from standard scripts and procedures
Performs basic clerical and statistical reporting for sales and operations team on a daily basis or as requested
Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and results
Perform other duties as requested and other responsibilities related to the position
Complies with the Health & Safety instructions:
Responsible in exercising due diligence towards health & safety of self & others in the organization
Responsible to comply with the applicable HSE procedures, instructions, requirements, standards received from regulatory and statutory bodies
Responsible for reporting to superior occurrences, events, violations and acts that may impact staff health and safety or the environment
PERFORMANCE MEASURES/SUCCESS CRITERIA
High rate of servicing customer calls.
Support sales team to drive revenue.
Efficiency in servicing clients with minimal cost and time.
Job Details
| Date Posted: | 2016-03-20 |
| Job Location: | Manama, Bahrain |
| Job Role: | Customer Service |
| Company Industry: | Safety/Environment |
Preferred Candidate
| Career Level: | Entry Level |
| Degree: | Bachelor's degree |
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